Responsible for Workforce Management & Service Delivery to Internal & External
Customers Manages a WFM team for 3 to 5 clients. Effectively leads and mentor
the team to support Ops. Directly manages WFM processes, Client KPIs and
Financial performance in a multi-site, multi-platform. Serves as a checkpoint
and reviewer of WFM processes, practices and output. Takes ownership, engages
with Ops team and drives improvement/resolution by developing plans, processes,
recommending solutions/strategies and ensuring execution. Ensures productive
levels of staffing and occupancy, optimizes the resources to maximize service
level, seat utilization while maintaining financial rigor. Develop processes,
scorecards and performance plans for effective team management.
RESPONSIBILITIES
Responsible for Workforce Management & Service Delivery to Internal & External
Customers Manages a WFM team for 3 to 5 clients. Effectively leads and mentor
the team to support Ops. Directly manages WFM processes, Client KPIs and
Financial performance in a multi-site, multi-platform. Serves as a checkpoint
and reviewer of WFM processes, practices and output. Takes ownership, engages
with Ops team and drives improvement/resolution by developing plans, processes,
recommending solutions/strategies and ensuring execution. Ensures productive
levels of staffing and occupancy, optimizes the resources to maximize service
level, seat utilization while maintaining financial rigor. Develop processes,
scorecards and performance plans for effective team management.
QUALIFICATIONS
Robust sense of personal stake and urgency in day to day management.
Ability to forge positive, objective relationships with Operations and Support
teams.
Adapt, thrive and multitask in a demanding workplace while managing conflicting
and shifting priorities.
Ability to foresee, dissect and fix problems using data-driven approach and
common sense.
Appetite for challenges; driving projects, improvement opportunities, maturity
models
📌 Senior Manager Gurugram (India)
🏢 EXL
📍 India